Free SDI SD0-101 Exam Questions

Become SDI Certified with updated SD0-101 exam questions and correct answers

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Total 166 Questions | Updated On: Jan 08, 2025

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Question 1

You are speaking on the phone to a user who is clearly angry. What is the best technique

you should use in this situation?

A : fer assistance and prevent them from venting

B : respectful and allow them to vent

C : play empathy and assure them that it was not your fault

D : his/her name and agree with everything they say

Answer: B

Question 2

One of your colleagues has recently become unable to focus on any issue for more than a few

moments. What is this often an indicator of?

A : itive stress

B : at s/he is going for a promotion

C : fluence stress

D : gative stress

Answer: D

Question 3

Which of the options best describes why confidentiality is important?

A : protects the Service Desk Analyst from any embarrassment

B : protects the user and company from cold calling

C : protects the user and company from information abuse

D : protects identity information

Answer: C

Question 4

You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in

the team to change their approach and start using a standard greeting? Explain to them that:

A : will demonstrate that the new management are in control of the group

B : tandard greeting ensures that users cant control the calls

C : Ps will get the same level of service as other users

D : reputation of the new group will be enhanced

Answer: D

Question 5

Which of these options is NOT a common technology used by the Service Desk?

A : tomated Call Distribution (ACD)

B : tant Messaging (IM)

C : plication sizing software

D : lf-help systems

Answer: C

Page: 1 / 34

Total 166 Questions | Updated On: Jan 08, 2025

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